Halle

Customer Support Specialist with 6+ years of experience driving customer satisfaction and retention across SaaS, Sales, and BPO environments. Skilled in managing high-volume support across chat, email, and phone using Zendesk, Gorgias & Zoho. Consistently maintain 95%+ CSAT while improving resolution times and delivering 20–40% increases in customer retention and upsell performance.

Possesses excellent analytical and communication skills geared towards enhancing customer experiences through tailored solutions and service-oriented behaviors. Proven ability to support EMEA-based customers in fully remote, cross-functional teams.

CUSTOMER RETENTION SPECIALIST [REMOTE] at ROADWAY RESCUE (2025-05 – 2026-08)

Client: National Roadside — Towing & Roadside Role: Agent & Dispatcher Duration: 15 Months

• Drove revenue through effective upselling and cross-selling
• Delivered top-tier customer support and resolved inquiries efficiently
• Consistently achieved key performance metrics (CSAT, AHT, quality, adherence)
• Coordinated with third-party vendors to ensure seamless service delivery

CUSTOMER SUPPORT SPECIALIST [REMOTE] at 24 HOURS GROUP (2024-05 – 2024-11)

Client: Safer Road Rescue — Towing & Roadside Role: Call Center Agent Duration: 7 Months

• Provide customer support
• Upselling and cross selling
• Escalating complex issues
• Promoting customer retention
• Handling Third-Party vendor relationship

TEAM LEAD at CIDA 7 (2022-01 – 2023-11)

Client: Cida7— Digital Marketing Role: Team Lead Duration: 23 Months

• Set team goals, performance expectations, and deadlines to support effective delivery
• Organized team workflows and assigned responsibilities based on priorities and workload
• Monitored team activities, work quality, and progress toward assigned objectives
• Managed CRM systems and kept client information accurate and up to date
• Prepared reports and activity updates to communicate team progress and operational information

CUSTOMER SERVICE REPRESENTATIVE at CIDA 7 (2021-01 – 2022-11)

Client: Cida7— Digital Marketing Role: Customer Service Duration: 23 Months

• Ensure that each interaction results in a positive customer experience, aiming for high satisfaction scores
• Troubleshoot customer problems, sometimes involving technical issues, and find effective resolutions
• Manage time effectively, handling multiple tasks and prioritizing calls during high-traffic periods
• Documenting all interactions with customers, including details of inquiries, complaints, and resolutions
• Managing challenging interactions with professionalism, patience and effective conflict resolution strategies

CHIEF OPERATIONS OFFICER at VISA FOODS LTD (2018-01 – 2020-12)

Client: Visa Foods Ltd Role: Chief Operations Duration: 3 Years

• Directed operations across 4 business units, improving overall operational efficiency by 25% within 2 years
• Implemented efficiency and cost-control measures that reduced operational spending by 20%
• Partnered with executive leadership to develop scalable processes and systems

EDITOR at CROSS RIVER STATE NEWSPAPER CORPORATION (2017-01 – 2017-12)

Client: CRSNC Role: Editor Duration: 1 Year

• Cooperate and liaise with designers, photographers, advertising reps, writers, artists etc
• Maintain and improve editorial standards and processes within the organization

TEAM LEAD at VISA FOODS LTD (2008-01 – 2015-10)

Client: Visa Foods Ltd Role: Team Lead Duration: 7+ Years

• Coordinated team workflows, performance goals, job rotation, and cross-training
• Prepared performance reports and provided activity updates to management
• Organized employee responsibilities and supported effective team performance

HND in Communications – Federal Polytechnic Nekede, Owerri (2015)